ComplaintsforHere or There RV Repair, LLC

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted business to have RV repairs completed. Called 3 times to find out how the company worked to ensure I received consistent responses. Was told they view unit within 1-3 days, call with estimate, order parts and work on unit in **** days (with a few days leeway due to schedules). I dropped off unit, provided full written instructions, including drawings. I walked the associate through each item in detail. I provided a second list, in writing, per their request. No call received by end of third day, so I called. Unit had not been looked at. **** answered phone and was very belligerent about the fact that I was calling after only 3 days and that the unit was still 5th in line. I got off phone because I assumed she was having a bad day. Called back 2 days later to check on status, as I still had no estimate or update. **** then stated I was 10th in line and they had no estimate and that it had not been looked at. I contacted a 3rd time the following week to find out why no estimate had been provided and lady just stated that she would get the unit back to me by my deadline (17 days) and she ordered parts (still no estimate). On Aug 2nd I received a call stating unit was complete (no estimate). Arrived to pick up unit and cost was just short of $1663(no estimate..and would not have approved this...out of budget). Of the things listed to be done, two were done at a much higher cost than expected. **** needed minor repair; they replaced a 30" **** with a 24" **** that does not reach ground and is not mounted correct (like putting a bike tire on a car...not even appropriate). Frame damage existed and was the primary reason the unit was brought in, they completely ignored that but charged me. In the end, two out of 8+ items were actually performed and the a third item they did actually made the trailer worse, not better. **** barely even reaches ground. Asked to speak to owner, they refused. Tried 3x to resolve. Require refund of **** and frame. See invoice.

  

  Business response

  09/19/2023

  This customer was very belligerent from the point of drop off on. He was told that we are 3 weeks out to look at the coach from the time of drop off. We are very busy in the summer, typical stay for a coach is 6-8wks. This customer then called weekly to get updates. He was again explained the process. Because of the amount of harassment to myself and my receptionist he was perpetrating to try to get looked at sooner we upgraded his coach to "rush" status for free. So we could just be done with this customer as he has been rude and abusive to my staff at every point. He was told at drop off that we would look at what he would like welded but we couldn't make any promises as we don't work on frames, they are too big of a liability. He was then explained to at pickup that he would need to take it to somewhere that can work on his frame because it is bent. He became very belligerent and abusive again. Screaming in my face how incapable we are of following his simple command and how unhappy he was. He went through at time of pickup and contested a charge diag on his black tank sensor and I removed it. I tried my best to assist him while being verbally abused by this man but i was so uncomfortable that if he hadnt left when he did i was going to call the sheriffs **** in to assist. He paid and then spent 30mins outside inspecting every inch of his trailer. I had called my partner ***** into the office to stay with me incase he decided to come back in. He had more than ample time to come back in and let us know that there is an issue and did not. He left in such a mood and in such a hurry that he pulled off and had to stop because his wife hadn't made it all the way in the vehicle before he tried to leave. *********** called me a few days later to explain that he was dissatisfied with the scissor **** installed on his coach. I didn't argue with him, I just simply refunded the part cost and asked him for an address where we could send him a new part. He informed me that it wasn't good enough he wanted his whole bill refunded. I explained that it wasn't going to happen. With the exception of him not liking the ***** everything on that invoice was completed as it was charged for. He then threatened to put a stop charge on his card and contact the BBB. He has apparently made good on the BBB threat. He told us when he dropped off that he hoped we were different because he has already exhausted any relationship with any shop in the area that he had before us and when he called to complain he said I didn't need to send him a part because he had found another shop out of state. Im sure they will enjoy the same rude and terrible experience with *********** that we did. 

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Good day,

  I am unsure where to begin with this incredible tale, but I guess it starts with the drop off.  There was no belligerent behavior, the office manager was not at the store and the gentleman that helped was clearly upset that he was even having to check in customers and stated so by saying the office manager was often late and that it was frustrating. Regardless, I think it is easy to say that most businesses would turn away a customer if they walked in the door belligerent.  
  

  During the paperwork I took a moment to emphasize that I needed to have the ** back in 10 days or so.  He said that should be fine based on what I had written down and that I had been told that would occur. Remember, I had been told about this **** days over the phone multiple times.  To enhance the point, the repair shops own invoice shows 6.1 hours of work.  4 of those hours are two person efforts. In other words, the entire time spent on the unit was 4.1 hours.  That surely not require 6-8 weeks, nor would I ever drop off a unit at a shop that would suggest they needed 8 weeks to do 4 hours of work.  I have never had an ** in a shop more than one week.  Aside from this, he emphasized that I should receive an estimate for the repairs within a few days so I knew how long the shop thought they would need and the cost.  I told them that was perfect.
  

  After I completed the paperwork, I then asked if we could walk through the requested changes, and we went out and walked over to the unit and went through each item.  Contrary to what is being stated by the business, he stated they did framework and that it shouldnt be an issue if the frame was straight.  Each item was gone through in detail to ensure he knew what was a being asked.  It was emphasized that the primary reason for the unit to be ****** in was the frame and the awnings. 
  

  Four days later I had still not received a call from the shop, so I called them. I asked if I could get an update, as I was told I would receive an estimate within three days.  The person who answered the phone was clearly upset about something and the attempt to find out about the unit simply landed with them telling me it was in a bay and it was 5^th in line and seeming annoyed that I was calling.  I never even got to ask any questions beyond that because the person was clearly upset. I simple said thank you and I would call back.  I did so the following day, again trying to find out what was going on with the unit.  I started the entire call by telling her I hoped she was having a better day and I understood if she was having one those frustrating days.  At this point it became clear the office manager simply had issues with anyone questioning her work. I had apparently become number 10^th in line (after previously being 5^th) I still did not receive an estimate. She said they would get the work done when they get it done and the customers schedules do not impact hers.  No estimate was provided, nor a timeline.
  

  At this point I was very concerned, because that is defiantly not someone who I want in charge of my upcoming vacation nor the schedule to accommodate out of state guests that was occurring in less than 10 days. 

  After a period of about 10 days, she called and said the unit was ready, which increased my concern because I never received an estimate, so I didnt even know what had occurred. And there is no way my list could have been performed, because one of the items very specifically requested an estimate, not to mention they had stated an estimate was going to be provided for all the work.

  When I arrived to pick up the unit the lady was clearly still in he perpetual bad mood.  When I saw invoice the dollar amount was over twice what had been verbally suggested during my very first phone call (this was in May when I first found out about the shop and had called to get their process and rough pricing).  Clearly this was an issue and would be for most.  I think most people would shift into an unhappy mode when you are a) told you would receive an estimate b) you are now trapped into paying something you would never agree to paying 3) your vacations that you have non-refundable money on are on the line.  That said, I was far from belligerent, just clearly unhappy.  I asked her if she did the frame repair, to which she said they didnt do such work.  This of course dumfounded me, as that was one of the two primary reasons the unit had been brought in and the reason there shop was selected was because they said the did that kind of work.  I am sure at this point I was visibly upset, but that is a far cry from her description.  I continued reviewing the list.  Each item showed the problems requested were not address and to top it off, she was charging me to tell me what it would be to change the standard black tank sensors out to another standard tank sensors and not my sensor which was in the trailer and had been ordered from *********.  This was covered during the drop off. I insisted I was not paying for something they literally didnt even do.  She removed that one charge, but after that she made it clear she was not doing anything about the rest of the work.  There was no concern that the amount of the bill was way over what was expected.  Then she had the audacity to state she had called with an estimate, which never occurred and was the very reason I was calling.
  

  At this point, it was clear there was no point in talking to her about the situation, so I simply paid the bill and left.  I went outside and the unit was not lifted high enough to be attached to my truck.  I then asked for assistance having the trailer put on a block so it could be attached. This took about 15 minutes. I went inside the trailer to ensure I still had my sensor and then I closed the unit.  I inspected nothing as there was no point. It was very clear the manager was not interested in the quality of their work.  I talked to my wife while waiting for the block and then when the block arrived, we attached the trailer.  I then spoke the with young man who assisted for 2-3 minutes, and we left.  My wife always gets out of the truck when we pull away to ensure it is attached correctly. No one was so upset they almost left their wife.
  

  Sadly, this is where the story just gets worse.  The ** shop is about 1/8 of a mile off the interstate with no need to stop before getting on the interstate.  We got onto the interstate and drove for an hour and when getting off near our home and realized I had no brakes on the trailer.  When hauling ****** lbs at 65 miles per hour, this is a significant issue, especially if you dont know.  I assumed I did something wrong during hookup because one of the requests I had made to them was to ensure the brakes were functioning.  It stated on the invoice they had inspected them. Also, they had been working correctly when we arrived. My wife was just concerned about a clanking sound and wanted to know what it was.

  We completed the trip home carefully and then inspected the unit at the ** pad a few days later.  The results are as follows (this follows the list I provided and is attached):
  

  1. Slide cover: This was the singular thing that was done correctly.

  2. Awning: this was replaced with a material that is too big and this does not allow the awning to fully open, so the gutter system does not operate.  This means the material will need to be replaced again and this repair was useless.  Additionally, I had requested that they get the arms operating smoothly while doing this repair.  The arms now barely move. I have to push them in order to get them to properly extend. This will need repair.  As if this wasnt enough, then they cut the power wires to my lights and they installed a different light.  Something I did not want.  So, that needs to be removed and my lights rewired.  All of this will cost me more money than the original request.

  3. Verify pipe replacement.  There is no way to know if this was done correctly and based on the rest of the work, I will have to have it rechecked by a decent shop.

  4. Assess and recommend impacted frame support: I discussed with the person who checked me in that I needed this to be fill welded.  This was his words, not mine.  So he clearly understood what I was saying.  He said that shouldnt be an issue. If they had called and said they couldnt do this work, I would have stopped all other work, as this was the most important thing being done.  I didnt need to be told it needed repair, that was clearly already known and stated during drop off.

  5. Driver rear tire: I have never known a trailer repair shop that cant fix a tire.  So, why wouldnt they just tell me they dont fix tires when I dropped it off. 

  6. Inspect roof: Again, I have zero confidence in their inspection after the way this has gone.  So this was of zero value to me.

  7. Replace front ***** the shop replaced a 30 **** with a 24 ****.  The **** didnt even touch the ground (see picture), nor did they weld it back on, as the previous one was to ensure good support. Then to top that off, then turned the **** 45 degrees from its proper mount position.  They likely did this because they bolted the **** instead of welding it as was required by the trailer setup.  When calling to ask about this, the office manager simply suggested I should get out a piece of wood to resolve the problem.  An incredible response.  Just imagine installing a tire on your car that was 25% too small and then mounting it 45 degrees off and telling them to resolve the problem with a wood block.

  8. Install sensor estimate: no estimate was ever provided, and the interaction was clear no one even bothered to know what the request was, despite each item being walked through at drop off.

  9. Brake rattle:  This is the most incredible one. After getting the unit home I inspected the brakes.  All four brakes wires had been cut (see pictures), which explains why the brakes were not working.  This was not road damage or anything other than someone cutting the wires.  You could clearly see that the wires had been cut on all four wheels.  So, I brought in the unit with working brakes and somewhere between drop off and pick up, the brake lines had been cut.  As stated, I had no brakes when we got off our exit.    Please keep in mind the entire braking system was replaced less than 9 months earlier when we had the axels changed out.

  All of this said, not only does the unit require more work than when it was dropped off, all work performed will need to be fixed or redone by another shop.  The round trip to the shop was a total of five hours of driving time and expense making this entire situation a total loss to us.  Our out-of-pocket loss is the amount charged by the shop as well as having all the work redone putting our cost to deal with this situation at least 2x the amount paid to them.  In the midst of this, I was treated horribly for simply trying to get a few hours of work done on my ** so I could take my wife on a much needed vacation. 
  

  The first attempt to contact about the issues the office manager did refund the cost of the **** they installed, but not the labor, nor was there any interest in discussing the other problems with the unit.  A few days later I attempted to contact the owner seeing as how it was clear that the office manager and I were not going to be able to walk through this situation.  ********** manager then insisted she owned the shop and there was no one that could speak with.  I know this is not true because the owners picture is on the website, and it is not her.  If I was the owner, I would seriously re-evaluate who is the face of my shop. If they are unwilling to pass a concerned customer through to him, that says a lot. It says they are trying to hide things.  As a business owner, I would require my managers to always send people through when there was a problem.  It was important to me to be able to work on resolving anything that wasnt handled well.  Even my best managers would have trouble with certain customers, and that is normal.  Sometimes certain personalities are just oil and water.  You pass them through so there is a chance we dont have to contact the Better Business Bureau.
  

  In the end, this situation could have been resolved 100 different ways. None of them have anything to do with suggesting I am a horrible person for thinking 4 hours of time can be handled in a few days.  I am certainly not a horrible person for being upset that I was taken advantage of and couldnt pay my mortgage bill and had to get money from somewhere else.  I am certainly not a horrible person for being upset that someone cut my brake lines. I am certainly not a horrible person for wanting to talk to the owner to try to resolve this issue reasonably.  There is nothing I did that was horrible and the cost was entirely ours and I simply want to money returned so I can get this work redone by a different shop.
  

   

  Regards,
  
  *****************

  
  

  

  Business response

  10/12/2023

  I'm going to go through the invoice in question. 

  1. Slide Topper Fabric -$561.92. That is parts and labor. The material installed was more expensive at the customers request, because yes we did talk to him and yes he was aware of what was happening and being put on his coach. Typically we put a lighter duty fabric on and it is about $100 cheaper. When we give rough estimates over the phone that would've been the amount he was given when he was doing his exploratory phone calls.

  2. Awning Fabric- $636.60, parts and labor. Again, this was a heavier duty material requested by the customer. He was very specific when we had discussed this over the phone. We lubed his arms and tightened them back into alignment, he was not charged for this extra service. The awning and arms worked great, he ran it in and out twice before he left. I have several witnesses to him doing that, including the young man that assisted him in hooking up. If there was a problem he should've made us aware then or any of the subsequent phone calls made to our office. 

  3. Check Customers LP Line Repair- $37.25. He was charged half the normal diagnostic price of a half hour. Techs preformed an LP Drop Test to insure there were no leaks and gas was going to all appliances. Unit passed. 

  4. Inspect Frame for Damage-$14.90. At drop-off and at a couple of other points over the phone he was told that depending on the severity, we'd have to look and see what we can do. We cannot and will not make promises that we would for sure absolutely be able to weld or correct his frame over the phone. We would have told him that we would look at it. He was charged for the 10mins that it took for my welder to look at it, take his measurements and say that it was a bigger issue than he could handle. That same sentiment was passed on to the customer and also noted in his invoice. The frame looks straight but the fact that the cross member was cracked and dented where it is led the tech to believe this is not a matter of a "simple weld".

  5. Inspect the roof- $14.90. Again, the customer was charged 1/3 of the normal .5hr diag charge. Techs went up and inspected the roof. They reported that his seals are still functional but they recommend the yearly roof maintenance be preformed. 

  6. Stabilizer Jack- ***** charge, $149.00. The part had been refunded, customer requested. The **** was not welded due to its location to an LP line that wouldnt have been there in manufacturing. Because it had been welded instead to the mounting plate at the factory, it was installed where a mounting plate could be. He was told that due to posted policies we couldn't refund the labor but if he would like we'd order the suggested part and send it to him. This would've obviously been more than the amount in labor but he declined.

  7. Black Tank Sensor- $0 removed at pickup, customer request. 

  8. The Brakes-$74.50. This is tested by connecting 12v at the front 7pin connector that you hook into your truck. One tech activates the brakes and a second goes around and listens for a click, first, and a visual inspection at each tire, second. All of his brake wires were connected and functioned as designed. The techs noted that the magnets were a little loud and possibly what his wife was hearing was the magnets engaging and disengaging. He had never mentioned anything about them not working, much less being cut on either of the subsequent phone calls. This brake issue seems to have happened between my response to the BBB and his complaint to the ************************* the first ever mention of any brake issue. 

  9. Tire- $0. We don't do tires as we don't have the equipment to do so. We explain this and that we don't do chassis work whenever anyone calls to enquire. I can send a tech to a near by tires shop for a small fee to have them replaced and mounted but this isn't common practice. If I pulled up my invoices for this year at that tire shop, they've sold less than 10 to us this year. We make note of it for techs and inform the customer at drop off that we don't handle tires. I actually just called another trailer repair shop in the area and they don't sell tires either.

  I am attaching a screenshot of the website in question. There is a picture of ***** (*******'s son and the gentleman that checked in the customer), myself, ******* daughter/our receptionist and the Techs we have here. You'll notice, that ****'s picture is no longer there at his direction because he is retiring to a different state and paperwork is in the works to have ownership transferred to ***** and I. **** was out of state when the customer had asked to speak to him and I told him that. I also relayed to **** that he had a customer that requested to speak to him, to which i was told to handle it. Coincidentally if the customer had gone to voice-mail, which he had, ****'s cellphone number was listed on the greeting and it remained that way until a couple of weeks ago when **** asked that I remove it as he is retiring and out of state and no longer who a customer should call if they need something. 

  We have 3 full-time technicians, we have ******, that usually are full and the guys bounce between bays on jobs. Sometimes it's solo and sometimes they work together. At the height of our summer rush we have anywhere from ***** units somewhere in the repair process but not in the shop. We keep very little material in-stock and most orders take 2-3 weeks to reach us all the way out here. Especially for special orders if a customer wanted an upgraded item, such as a heavier duty material for their awning. Some jobs are a few hours and some jobs are a few days or weeks. If a part is late or something else goes wrong and delays the repair process that is felt by every other coach on the lot. It can cause a backup to every other coach on the lot. If we have a tech get sick or God forbid, have a family emergency, that also can cause a backup in the shop and on the lot. It can take quite a while to get these big monsters in and out for just, what is seemingly, "just a few hours". Our bigger competitors with bigger buildings and more employees are scheduling months out for a drop-off and I've had customers tell me "thank God we found you, these bigger places won't even look at it for 6 weeks after drop-off!"

  As you can see from our invoice breakdown, we didn't do anything outrageous and outside of what we were asked to do and the customer was charged fairly and even discounted in a couple areas. His complaints were taken seriously and we attempted to make it right with the customer even before he had involved the ******************** or the Attorney General. I explained our policies and what I could do to work around those. I apologize the customer feels otherwise. 

   

  Customer response

  10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  This has not been addressed.  To be very clear, I was not provided an estimate outside of the rough verbal estimate on the awning given in May.  The entire reason I called multiple times was to find out why I had not been provided an estimate.  I would never have approved the amounts on this invoice, nor was I contacted with their recommendations on the work to be done.  I would have picked up the unit and taken it to a shop that could do all of the work.  Even if you follow Ms. ******** story, she is clearly stating I simply picked up the phone and started yelling at her.  That would be hard to deliver an estimate if that is what occurred.  I think any reasonable office manager would just tell me to come get the unit.  No estimate was every provided and I would never have approved $1700.  The entire budget for repairs was $1500 and that included the frame welding, tire being fixed, everything on the list.
  
  
  
  1. Slide topper. I did not request anything. In fact I wanted the same material that was on the unit, but when I dropped off the unit he guy asked if it was ok if they put on the black material they stock and I said if it was similar, I was ok receiving an estimate on that.
  
  2. This material is not the appropriate size, period.  It has to be replaced with the correct size material for the awning.  The awning is so loose the door cant be opened without hitting it, water pools on the material and the drain system doesn't work.  The arms don't open properly and they disconnected my lights.  See attached pictures.  Not only do I have to have this redone, I have to have more fixed.
  
  3. As stated, the quality of every single portion of this transaction was so poor there is no way I can trust the propane inspection and risk my family and others.  If they cant even put the correct size **** on, they cant be trusted to inspect an explosive component of the system.
  
  4. This was the main reason for the unit being brought in and they did say they do fill welding work, which is what the unit needed.   This was asked in advance, otherwise I would not have brought the unit.  Clearly I was aware that maybe something more was going to be needed, and that would have been communicated in a call, which I did not receive. Again, I would have picked up the unit if they could not fix this.  Nothing else was that important.  My goal was simply to resolve this and the other minor issues.
  
  5. Again, zero trust in this inspection after this situation.  I also know this inspection would take much longer than what is listed above as I did the installs and I know what needs to be inspected.  There are 9 solar panels along with several other mounts on the roof.  All would need to be inspected.  This could not be done in the time they listed.
  
  6. I am not sure who thinks that there should be any labor for installing a part that isn't even the correct size.  As far as the rest of the statement.  Those pipes are in the installed factory locations with the factory mounts.  Feel free to contact Arctic Fox to ask.  As you can see in the picture attached, another shop had zero issue installing the correct **** and they welded and didn't charge me anything near what these guys did.
  
  7. Should never have been charged to start with as they didn't even do anything. This is another example of them trying to charge for work that was not done.  The sensor that an estimate was needed for never even left the table in the trailer.
  
  8. I think arriving home with cut brake lines is clearly enough to dispute this charge.  I was very clear in my statement previously, I assumed I did something wrong in hooking up the unit. The brake lines being cut was not discovered until the unit was taken to a different shop to get things fixed which occurred after this filing was performed.
  
  9. Why didn't anyone say you don't do this work. Again, fine there is no charge, but my entire purpose was to have someone else take care of all of the issues at once.  I didn't have time to deal with taking it from place to place.  It seems like a pretty straight forward thing to say, "Hey we don't do tires."  I have never encountered a trailer shop that doesn't do tires.
  
  To address the points here:
  
  1) Owner. The point was she is not the owner and I was looking to deal with someone about the issues at hand because it was very clear she wasn't concerned.  Not sure why her focus is on the picture. The point is she is not the owner and she should have allowed me to work with someone other than her to find a resolution.
  
  2) I think your statement emphasizes why I am trying to find a decent shop in the Midwest, which is the point of my statements that you twisted into 'no one will work with him.' I know of an average shop 30 minutes from my home that will see my unit in less than one week and will have it back to me in a day or two.  I was simply trying to find a better outfit.  It seems to be pretty straight forward that you would request the ** unit arrive when you are ready to work on the unit. The lack of ability to do that is a statement about how the business is ran and the mindset towards their customers. I would never work with a **** shop that told me to bring my truck in and have them think it was acceptable to hold onto it for 8 weeks because they cant manage their shop.  In fact, I have my unit in the shop right now, and I will be picking it up today, one day later and they are doing more than 4 hours of work on it.
  
  3) This shop didn't take anything serious as can clearly be seen by the work that was done.
  
  
  
  
  
  
  Regards,
  
  *****************

  

  Business response

  10/26/2023

  Hi Theresa,

  We responded to the first. I have a recorded phone call from two days after he picked up and is accusing us of throwing trash away in his camper and making it stink, to which you can hear me deny thins on the call. No mention of the brakes at all, even though he alleges that he noticed that they had been cut while he was on his way home. So why not bring it up in that very first conversation? That allegation is so off base and we have denied the allegation, Im not sure what more there is to say. This customer doesnt want anything but to continue hurling accusations and insults and we are at a very busy point in our season and we have lots of customers to serve. I cant figure out how to upload the video I took of the first phone conversation to the complaint but I do have it here. Other than continuing to tell the BBB and the customer that we are sorry that he had such an awful experience. We do wish him the best but we are unsure of how we can help him further. If this means the BBB has record of this complaint, then it is what it is. Again, we are very sorry the customer had an experience that he claims he did. If there is a way to upload the video, it is 5mins and 41 seconds, so its a large file. You can hear him berating me about his coach and accusing us of few things. the brakes not being one of those issues.  If you have any ideas or would like this file, please let me know.

   

  Thank you!

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I am unsure why the business is bringing up what has already been addressed in previous responses.  The reason brakes were not known to have been cut is because it was not discovered until the unit was taken to another shop.  I clearly stated in a previous response that I assumed I had done something wrong during the hook up.   It wasn't until I took the unit to another shop was it discovered the brakes were cut.  This occurred after this call she is claiming is some sort of proof.  Clearly I am not going to bring up something that I didn't even know had happened.  At the point of the call she is speaking of, the unit still had not even been inspected.  All I had done was go into the unit and found flies everywhere and c*** in my garbage and saw the **** was not even correct, because you use the ****s as part of stabilizing the unit while parking.  I think it goes without saying that I am an upset customer looking for a business to make things right and her recorded conversation will simply demonstrate that I wasn't calling anyone names.  My responses were reasonable and very much in line with someone who just got taken advantage of for **** dollars and has the problems described in these complaints.  
  
  
  Regards,
  
  *****************

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩